The Customer Advice Delivery Enablement Team are at the forefront of work to ensure Acass Advice Services best meet the needs and interests of our customers and stakeholders. This work includes developing operational policy, co-ordination of activities to meet required service levels, provision of knowledge support and identifying potential for innovation and improvement within Advice that will extend Acass reach and impact. 

Schedulers:

• Working collaboratively as a team to create and update Helpline and ECSO advisers schedules in order to optimise customer contact opportunities.
• Balance advisers schedules to achieve targets whilst maintaining contractually agreed development time, breaks, lunches, and additional non-customer facing time.
• Produce schedules that meet expectations around fairness and inclusivity.
• Support the National Operations Manager in promptly identifying and correcting system errors.
• Provide regular and ad- hoc performance reporting.
• React to real time service level changes in order to achieve organisational targets.
• Co-ordinates activities across the Advice service function, providing insight to support business and workforce planning
• Maintains and improves relationships with Advice Management Team and other internal stakeholders.

• Building schedules for Helpline and ECSO staff in line with service policies and procedures.
• Re-optimisation schedules and resolve problems associated with scheduled activities to maximise service efficiency
• Changing working patterns and input new working patterns for advisers;
• Responding to day-to-day queries and requests from Managers about their teams schedules within required SLAs
• Monitoring day-to-day performance, and make real-time scheduling decisions based on this;
• Analysis of past performance to inform future planning
• Respond to requests from the National Operations Team Manager for data or insight.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, were impartial, so were not on anyones side. That means were working for everyone to help prevent and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent or resolve workplace problems.

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards  Disability Confident Highly Commended; Pay Gap award winner and Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Essential: 

Technical; 

• Proficient at using IT systems, with a good working knowledge of Microsoft Office products, specifically EXCEL;

Experience:

• Excellent interpersonal skills - able to communicate in a friendly, open and constructive manner with a diverse range of people;
• Able to work on own initiative with minimal supervision and be proactive;
• Highly organised, motivated and able to prioritise workload accordingly.

Desirable:

Technical: 

• Prior knowledge of WFM systems

Experience:

• Knowledge of Microsoft SharePoint;
• Experience of contact centre scheduling
  
  

We'll assess you against these behaviours during the selection process:

• Delivering at Pace
• Communicating and Influencing
• Managing a Quality Service
• Seeing the Big Picture

Were big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer: 

• Learning and Development;
• Health and wellbeing;
• Pension scheme;
• Cycle to work scheme;
• Childcare schemes;
• Interest free season ticket loans;
• Volunteering opportunities.

Could you ask for any more?

Youll have access to a Lifestyle website, where youll be able to grab savings over a wide range of products from holidays to your weekly shop. 

To find out more please check out - Working for Acas

Job contact :

• Name : HR Recruitment Team
• Email : [email protected]

Recruitment team

• Email : [email protected]